Urgent Complaint Regarding Claim Process -

On Sunday, 28th April 2024, I submitted my claim along with the required documents through the ABSA banking APP. These documents included the certified death certificate and ID copy of the deceased, as well as the notice of death. I was informed that the process would take 48 hours, as per the SMS received, but subsequently, I received additional SMS requests for further documentation.

Feeling puzzled and overwhelmed, I contacted the call center on Monday, 29th April 2024. Despite facing numerous call drops and long call queues, I eventually managed to speak with a representative who advised me to submit my banking details and a certified ID document of myself, which I promptly did via email before the end of the day.

On Tuesday, 30th April 2024, I followed up on the payout of my claim, only to be informed that an 'order of death' form was also required, which I had not been informed of prior to my call. I immediately submitted the requested documentation.

Despite these efforts, as of Thursday, 2nd May 2024, I was informed that the claim was sent to the finance department for approval, with a subsequent request for page 2 of 3 of the notice of death, which I promptly resubmitted. It is now Friday, 3rd May 2024, and the funds have still not reflected in my account, with the funeral scheduled for tomorrow, 4th May 2024.